Yes, it's christmas time - but a pick-a-bick order not getting out of it's initial state since 05.12. - is that the kind of service LEGO is proud of?!?

[Aachthor]

Just like the title says: I did a quite large pick-a-brick order on 5th December and up to today it still is in it's intial state ?! REALLY ?!

I did some other (one even a lot larger) part orders using bricklink shops at the same time as the pab-order and all arrived in the week after I ordererd...

I can only call this sort of "customer service" ridiculous! I am so pissed off - but what's the worst: my little one will now NOT have her largest present under the tree...

[Murdoch17]

13 minutes ago, Aachthor said:

Just like the title says: I did a quite large pick-a-brick order on 5th December and up to today it still is in it's intial state ?! REALLY ?!

I did some other (one even a lot larger) part orders using bricklink shops at the same time as the pab-order and all arrived in the week after I ordererd...

I can only call this sort of "customer service" ridiculous! I am so pissed off - but what's the worst: my little one will now NOT have her largest present under the tree...

Patience - if it has shipped, that's not on LEGO but the postal service - and even if it hasn't, they're probably swamped with orders. Also, at least Pick-A-Brick is OPEN - usually they close it in November to reopen in January or February, so be thankful you were able to order it at all @Aachthor! As a side note, we have a general PAB thread already going here. Maybe @Clone OPatra or some other MOD can combine this thread with that thread?

[1963maniac]

In Dec 2024 I made two pick a brick orders, They took 100 days! No kidding! I called TLG and they'd put me off for 10 days/ 2 weeks, I'd call again, same thing. I went around and around. The only thing they would do is give me "insider" points.

Edited December 23, 2025 by 1963maniac

[Aachthor]

No, @Murdoch17, please read again, it is has not been shipped - as written it still is in it's initial state - the state it was just after I clicked "order" (in german this reads "im Lager" which would translate to "in the warehouse", but of course I don't know if they display this for english speaking customers) ! And yes they are swamped with orders - just like all other toy companies as well. Imagine if all would deliver customer service like this... sorry, for the "world leader" in regards to building brix, this is simply ridiculous! It's not like they experience this the first time... perhaps it would be an idea to hire "some" seasonal workers and not rely on the regular 5 staff member crew?! Most of the companies (including the postal services !!) try their best - and all need more time - no problem. But what LEGO get's away with...

@1963maniac Really?! 100 days?!  O M G.

 

[MAB]

I placed a PAB order during the Insiders weekend (week before Black Friday), it is still 'in warehouse' whereas one I placed last week has been dispatched. There are pieces in the first order that are now out of stock. Hopefully they get dispatched at some stage. I complained earlier today and was told mid January, but kept the chat open without saying anything and got 2000 Insiders points.

What was particularly bad though was I emailed last week, and yesterday got an email saying they hope my order has arrived. It hasn't even been dispatched yet their automated email response makes out it is the postal service rather than them being slow.

14 minutes ago, Aachthor said:

No, @Murdoch17, please read again, it is has not been shipped - as written it still is in it's initial state - the state it was just after I clicked "order" (in german this reads "im Lager" which would translate to "in the warehouse", but of course I don't know if they display this for english speaking customers) ! And yes they are swamped with orders - just like all other toy companies as well. Imagine if all would deliver customer service like this... sorry, for the "world leader" in regards to building brix, this is simply ridiculous! It's not like they experience this the first time... perhaps it would be an idea to hire "some" seasonal workers and not rely on the regular 5 staff member crew?! Most of the companies (including the postal services !!) try their best - and all need more time - no problem. But what LEGO get's away with...

@1963maniac Really?! 100 days?!  O M G.

 

Especially for PAB, seasonal workers might make more mistakes than getting the orders dispatched is worth. Make sure you complain and just sit quiet on the chat until they offer points.

[Black Falcon]

Pick a Brick is pretty fast lately especially for german orders, I doubt that the reason is missing workers, as actually I even got a order within a few days that shouldn´t be here by christmas according to their website. I would guess they are waiting for some parts to restock to fullfill the order.

[Yperio_Bricks]

Did everyone order the same knights, so they ran out of stock? When did the Horse and Snake Knights first appeared at PAB?

[DonQuixote]

1 hour ago, Yperio_Bricks said:

Did everyone order the same knights, so they ran out of stock? When did the Horse and Snake Knights first appeared at PAB?

A week or 2 I think. They were constantly out of stock. I just managed to order some a couple of days ago. I check every day now to check of the Griffins and Krakens are available 

[JesseNight]

To be honest, I don't mind if an order takes some time. But I would appreciate more open communication about order status and possible delays.
This is why I generally prefer dealing with (good rep) BL stores over ordering at PAB, unless the price is an issue of course.

[Toastie]

23 hours ago, Aachthor said:

but what's the worst: my little one will now NOT have her largest present under the tree...

This is simply terrible. Maybe this is a very tough "lessons learned thing" - however, I feel with you, learned anything or not. It remains terrible.

PAB is what it is: A good resource that, however, seems to fluctuate, delivering wise - but they = TLG don't tell you.

I sure hope you get the spirits up for your little one.

All the best,
Thorsten 

 

[JesseNight]

Oh about that, I've learned my lesson the hard way before. Not specifically with PAB but just with ordering online for birthdays or Christmas time. Nowadays I try to always have a backup plan.

[AmperZand]

On 12/23/2025 at 12:48 AM, 1963maniac said:

In Dec 2024 I made two pick a brick orders, They took 100 days! No kidding! I called TLG and they'd put me off for 10 days/ 2 weeks, I'd call again, same thing. I went around and around. The only thing they would do is give me "insider" points.

In Nov of ‘24, I placed a PAB order. At the time, the advertised delivery period was 15 working days. It actually took just over 4 months. I complained and politely pointed out that the 15 working days promise was false advertising. LEGO agreed and provided me with an e-voucher to the value of a small set which I intend to use towards one of the 1 Jan 2026 releases.

Edited December 25, 2025 by AmperZand

[JesseNight]

Vouchers and insider points seems to be how they solve every issue. That way it probably costs them nothing at all, seeing how the official Lego store prices are usually much higher than third party toy stores.
I haven't had much issues (yet) but I know plenty people who did and I'm having very mixed feelings about their idea of "solutions".

[1963maniac]

Service times were bad in 2024 leading up to Christmas for pick a brick. This year has been very much improved over last year in my experience. Just call service and see if they can tell you anything. They may even give you some insider points.